Customer Success Manager — Key & Enterprise

At Freshworks were on a mission to help businesses delight their customers and employees through simple powerful software. As we continue to grow our Enterprise business were looking for a Customer Success Manager to own a portfolio of Key and Enterprise customers across North America. 

Youll serve as a strategic partner to your customers helping them maximize the value of their Freshworks investment while driving adoption retention and long-term growth. Youll work closely with customer stakeholders and internal teams to proactively manage risk strengthen executive relationships and deliver meaningful business outcomes. 

What Youll Do

• Own a portfolio of approximately 30-35 Key and Enterprise customers representing $5M-$7M in ARR. 
• Build trusted relationships with business technical and executive stakeholders 
• Drive adoption value realization customer health retention and renewal readiness
• Lead Executive Business Reviews success planning and other strategic customer engagements 
• Proactively identify customer risk and coordinate cross-functional teams to drive resolution 
• Partner closely with Account Executives on account strategy renewals and expansion opportunities
• Identify opportunities to deepen customer relationships and expand the value customers receive from Freshworks
• Collaborate across Product Engineering Support and Professional Services to deliver successful customer outcomes
• Travel as needed for executive engagements and onsite customer meetings 

Qualifications :

What Were Looking For 

• 5 years of relevant customer-facing SaaS experience including experience managing strategic or enterprise customers 
• Demonstrated success driving customer adoption retention renewals and growth
• Experience building relationships with both technical and business stakeholders including executives 
• Strong commercial mindset with experience partnering on renewals and expansion 
• Experience leading EBRs/QBRs and navigating complex customer relationships 
• Strong communication presentation and cross-functional collaboration skills 
• Proactive hands-on approach with the ability to navigate multiple priorities 

Additional Information :

This is a hybrid position based in our downtown Boston office with an expectation of working onsite Tuesday through Thursday. Regular travel is required to support executive customer engagements strategic business reviews and onsite meetings. 

The annual base salary range for this position is $108800 - $134400 USD. This role is eligible for a target bonus and operates under an 80/20 pay mix (80% base salary 20% variable compensation). Actual compensation will vary based on experience skills and qualifications. 

Freshworks offers multiple options for dental medical vision disability and life insurances flexible spending commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

At Freshworks we have fostered an environment that enables everyone to find their true potential purpose and passion welcoming colleagues of all backgrounds genders sexual orientations religions and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant richer environment that boosts the goals of our employees communities and business. Fresh vision. Real impact. Come build it with us.

Remote Work :

No

Employment Type :

Full-time